Operations Manager

Responsibilities

Guest Experience:

• Ensure guests are welcomed, consulted, and attended to according to premium hospitality standards.
• Ensure service rooms are prepared within the required 5-minute service window.
• Monitor handoffs between reception and service specialists and resolve delays or bottlenecks.

Operations & Departmental Coordination:

• Coordinate daily activities across Production, Marketing, HR, and Finance.
• Monitor monthly departmental targets and identify teams on track to qualify for incentives.
• Coordinate staffing support across departments during periods of low activity.

People & Workforce Management:

• Monitor staff attendance, punctuality, shifts, and resumption compliance.
• Escalate attendance and disciplinary issues appropriately.
• Work with HR on recruitment processes, vacancy identification, shortlisting, and onboarding logistics.
• Support probation and performance assessments and recommend confirmation or extension where appropriate.
• Identify employees with potential for future Head of Department (HOD) responsibilities.
• Encourage staff participation in entrepreneurship and creative-skills development programmes.

Administration, Compliance & Reporting:

• Review and approve requisitions for tools, materials, and services before departmental sign-off.
• Ensure reimbursement claims are accurate and submitted within the required 30-day period, working with Finance where necessary.
• Ensure compliance with company policies covering anti-harassment, substance abuse, data protection, visitor management, cleanliness, and workplace conduct.
• Prepare regular operational and KPI reports for the CEO, highlighting key risks, achievements, and resource requirements.
• Maintain accurate records of misconduct, leave balances, and asset returns in coordination with HR.

Requirements:

• Bachelor’s degree in Business Administration, Operations Management, Hospitality Management, or a related field.
• Minimum 5 years’ experience in operations, hospitality, retail, or a related environment.
• Experience in fashion, beauty, grooming, luxury, or premium-service businesses is an advantage.
• Proven experience managing teams and coordinating multiple departments.
• Experience working with performance targets and operational KPIs.
• Strong interpersonal, organisational, and problem-solving skills.
• Ability to make sound decisions and remain effective under pressure.
• Highly detail-oriented with a professional and guest-focused approach.
• Working knowledge of Nigerian labour practices and structured HR and financial processes.

Key Performance Indicators:

• Guest satisfaction and compliance with the 5-minute room-readiness standard.
• Percentage of departments meeting or exceeding monthly targets.
• Staff attendance, punctuality, and shift compliance.
• Timely processing of requisitions, reimbursements, and cross-department requests.
• Successful probation-to-confirmation outcomes.
• Development of a strong internal HOD talent pipeline.

What We Offer:

• Competitive salary based on the company’s pay structure.
• Cost-of-living bonus on employment anniversary, subject to the employment contract.
• 13th-month salary after one full year of continuous service.
• Discretionary year-end/Christmas incentives based on company and individual performance.
• Staff welfare support after one year of service.